CRM

Key Responsibilities

• Manage and supervise the CCE team and allocate daily activities.
• Monitor Post Service Follow-up (PSF) calls and ensure completion as per the process.
• Monitor CCE performance, daily calls, follow-ups and customer feedback.
• Improve service vehicles inflow numbers,
• Coordinate with the quality of vehicle service by the Workshop Manager.
• Review dissatisfied customer cases and ensure timely resolution.
• Handle escalated customer complaints and coordinate with the Service Manager / Service Advisors.
• Ensure proper follow-up with customers regarding service quality and vehicle performance.
• Monitor customer satisfaction and identify areas for improvement.
• Maintain and review customer complaint and feedback reports.
• Prepare daily/weekly/monthly CRM and CCE performance reports.
• Ensure proper updating of customer details, complaints and follow-up status in DMS
• Conduct regular meetings with the CCE team and guide them to improve performance.
• Coordinate with Service, Spares and other departments for customer issue resolution.
• Support customer retention and improve overall service experience.

• Team handling experience is preferred.
• Two-wheeler / automobile dealership experience will be an advantage.
• Good communication and interpersonal skills.
• Strong customer complaint-handling and problem-solving skills.
• Good knowledge of DMS and MS Office.